Senior Service Desk Technician

ZipRecruiter; Camarillo (CA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

A leading company in California seeks a skilled IT Support Specialist to enhance their technical solutions and support end-users effectively. The role involves troubleshooting, automating tasks, and ensuring seamless IT operations. Join a collaborative work culture focused on innovation and growth.

Qualifications

• Minimum 3 years’ experience in IT Support.
• Experience working in Microsoft 365 and Azure ecosystem.

Responsibilities

• Resolve computer/software issues for end-users.
• Automate tasks to ease workload.
• Ensure conference rooms are functional.

Skills

Customer Service

Problem Solving

Time Management

Education

High School Graduate or GED

Associate’s Degree

Bachelor's Degree

Tools

Microsoft 365

Azure

MDT

Azure Intune

Job description

Job Description

The pay range above represents the minimum and maximum rate for this position in California. Factors that may be used to determine where newly hired employees will be placed in the pay range include the employee-specific skills and qualifications, relevant years of experience, and comparison to other employees already in this role. Most often, a newly hired employee will be placed below the midpoint of the range. Salary range will vary for remote positions outside of California, and future increases will be based on the pay band for the city and state you reside in.

Work Culture:

GCHP strives to create an inclusive, highly collaborative work culture where our people are empowered to grow and thrive. This philosophy enables us to create the health plan of the future and do our best work – Together.

GCHP promotes a flexible work environment. Employees may work from a home location or in the GCHP office for all or part of their regular workweek (see disclaimer).

GCHP’s focuses on 5 Core Values in the workplace:

• Integrity
• Accountability
• Collaboration
• Trust
• Respect

Disclaimers:

• Flexible work schedule is based on job duties, department, organization, or business need.
• Gold Coast Health Plan will not sponsor applicants for work visas.

POSITION SUMMARY

Reporting to the Director of IT Infrastructure and Security Operations and working under the general supervision of existing ServiceDesk staff and lead, this person’s primary focus will be responsible for working with end-users to resolve computer/software issues, imaging new/repurposed laptops, assisting with advanced technical solutions that may require learning new technology, ensuring conference rooms are functional, and tracking assets. Travel to offsite events may be required. Additionally, this position requires innovative and creative thinking to build solutions currently not in place. Automation is essential at Gold Coast Health Plan. Our goal is to have as much automation in place as possible.

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Amount of Travel Required: 0-5%

ESSENTIAL FUNCTIONS

Job Function & Responsibilities

• Function as a technical solutions architect by identifying issues or concerns and then researching, buying, building, and deploying innovative solutions that help the organization succeed in its mission.
• Experience with ManageEngine tools or similar.
• Automating tasks and functions to ease workload and redundant tasks.
• Experienced in troubleshooting and resolving IT Support tickets, call-ins, or chat messages.
• Experience working in a Microsoft 365 and Azure ecosystem.
• Computer imaging using software that includes: MDT (Microsoft Deployment Toolkit), Azure Intune (AutoPilot), and software deployment tools. This includes building new software releases.
• Performs the installation, configuration, and ongoing usability of workstation computers, peripheral equipment, and software within established standards and guidelines.
• Works with vendor support contacts to resolve any workstation repairs necessary.
• Performs upgrades on workstations and software to ensure longevity.
• Works with conference room attendees that may need help with technology, cameras, and audio.
• Ensures onsite offsite conferences and community events have IT Support.
• Works with inventory tools for both in and outbound IT assets.
• Assists in ordering computer/IT supplies and keeping up with inventory needs.
• Performs other duties as requested by Management.

MINIMUM QUALIFICATIONS

Education:

• High School Graduate or General Education Degree (GED): Required
• Associate’s degree (two-year college or technical school), Field of Study: (in a relevant discipline)
• Bachelor's Degree (four-year college or technical school), Field of Study: (in a relevant discipline)

Experience:

• Minimum of 3 years’ experience working in an IT Support role.
• Minimum of 5 years’ experience working with Microsoft Office and Windows operating system.

Equivalent In lieu of degree: Will accept experience in any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position.

KNOWLEDGE, SKILLS & ABILITIES

• Experience in working with M365 and Azure.
• Knowledge of computers (PCs, laptops) and peripherals.
• Exceptional customer service orientation with a focus on doing things right the first time.
• Good understanding of IT technology and concepts.
• Experience providing IT Support remotely (for requests and issues) and over the phone.
• Experience with major copier brands and advanced uses.
• Strong verbal and written communication skills.
• Ability to work independently as well as in a team environment.
• Strong time management skills.
• Ability to learn and adapt to changes in technology.
• Team-oriented, organized, and attentive to details.
• Demonstrated ability to troubleshoot and resolve technology-related issues effectively.

Technology & Software Skills: Advanced computer skills in MS Office products.

Certifications & Licenses: A valid and current Driver's License, and Auto Insurance.

Competency Statements

• Management Skills - Ability to organize and direct oneself and effectively supervise others.
• Business Acumen - Ability to grasp and understand business concepts and issues.
• Decision Making - Ability to make critical decisions following company procedures.
• Goal Oriented - Ability to focus on a goal and achieve a pre-determined result.
• Interpersonal - Ability to get along well with various personalities and individuals.
• Oriented - Ability to work effectively with people regardless of their background or job type.
• Time Management - Ability to organize and complete work within deadlines.
• Consensus Building - Ability to bring group solidarity to achieve a goal.
• Relationship Building - Ability to build effective relationships with customers and coworkers.
• Presentation Skills - Ability to present information effectively to an audience.
• Delegating Responsibility - Ability to assign tasks and authority appropriately.
• Leadership - Ability to influence others to perform effectively and take responsibility for decisions.
• Strategic Planning - Ability to develop a vision for the future and foster a culture to achieve long-term goals.
• Ethical - Conduct conforming to set values and standards.
• Judgment - Ability to make sound decisions based on available information.
• Communication, Oral - Effective verbal communication skills.
• Communication, Written - Clear and concise writing skills.
• Problem Solving - Ability to proactively find solutions for work-related issues.